Job Description

Lead Assistant ManagerEXL/LAM/1456149


Clinical ServicesNoida
Posted On
19 Aug 2025
End Date
03 Oct 2025
Required Experience
3 - 15 Years



Basic Section
Number Of Positions


0


Band


B2


Band Name


Lead Assistant Manager


Cost Code


5650302


Campus/Non Campus


NON CAMPUS


Employment Type


Permanent


Requisition Type


New


Max CTC


950000.0000 - 975000.0000


Complexity Level


Voice CEF B2 (Complexity Level 3)


Work Type


Work From Office - Fully Working From EXL/ Client Offices


Organisational
Group


Operations Management


Sub Group


Healthcare


Organization


Clinical Services


LOB


Voice


SBU


Operations


Country


India


City


Noida


Center


Noida-SEZ BPO Solutions




Skills
Skill


OPERATIONS MANAGEMENT


BUSINESS STRATEGY


PROJECT MANAGEMENT


EMPLOYEE ENGAGEMENT


MIS


Minimum Qualification


GRADUATE


Certification


No data available

Performance parameters

Process performance - as per agreed KPI's Attrition - as per agreed KPI's Quality and productivity Improvement - as per agreed KPI's Customer Satisfaction - as per agreed KPI's Level of subject matter expertise - as per agreed KPI's


Any other essential function that may occur from time to time as directed by the Supervisor

Role/Responsibility

Manage teams and ensure quality and productivity targets are met Motivate team members and control attrition Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements Provide coaching and feedback to team members to enable them to improve their performance Assist new hires such that they are productive on the floor in the shortest possible time frame Handle escalations Provide inputs on process and system to the team members Client Interaction, where required at the level of Supervisors Ensure compliance with internal policies and procedures, external regulations and information security standards Collect and provide data required for various audits like ISO/COPC etc Ensure that all agents in their process know their goals and how they are linked to the Organization's quality policy Effectively manage queue and balancing of work loads

Competencies & Skills

Knowledge of the function, process and systems Strong people management & leadership skills Good Analytical, decision making & problem solving skills Good communication & Client Management Skills Coaching and Feedback skills Ability to perform performance reviews Clear written and verbal communication Good usage ability of desktop computer systems, MS Office

Values & Behavior

Customer Service Orientation Quality Orientation Empathy for effective on the job coaching and feedback

Education Requirements

Graduation (in any stream) or diploma with a minimum of 15 years of education.

Work Experience Requirements

Minimum 3 -4years of work experience in BPO, with at least 1 year supervisory experience. Experience in Uk Insurance / Property Insurance will be preferred.



Workflow
Workflow Type


Voice